21745 Services and Network Productivity with Data Analytics
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SUBJECT OUTLINE
21745 Services and Network Productivity with Data Analytics
Course area UTS: Business
Delivery Spring 2023; block mode; City
Credit points 6cp
Result type Grade and marks
Subject coordinator
Dr Moira Scerri
Lecturer Strategic Supply Chain Management
Email: [email protected]
Teaching staff
Dr Moira Scerri
Lecturer Strategic Supply Chain Management
Email: [email protected]
Subject description
This subject covers the design, management and measurement of services, their operations and supply chain networks using data analytics. The focus is on service
strategies which include customer co-creation and value creation in service networks; frameworks and models of service design including network operations, network
configurations and human- and technology-centric approaches critical for people-embedded service networks; and design and delivery of services including services in supply chain and procurement systems. The subject provides students with the skills and capability to manage and measure services using computational techniques;
methodologies and technologies for analytics-based computational decision making of business performance, e.g. productivity measures for service and supply chain
networks; methods for measuring productivity for service and supply chain networks; and lastly human-mediated and computational services and toolkits. Students
develop capabilities to identify managerial implications and successfully operate service value networks through the use of data analytics tools in a dynamic and complex business environment.
Subject learning objectives (SLOs)
Upon successful completion of this subject students should be able to:
1. Explain the nature of and service specific attributes, concepts around service strategy, service concepts, new service development and the service eco- system
2. Discuss the challenges of managing different types of service network configurations and how customers and other stakeholders facilitate value co-creation in service value networks
3. Describe the human-mediated and computational connected services available and the toolkits that can be applied in service and supply chain network environments
4. Appraise an understanding of the requirements, methodologies and enabling technologies for analytics based computational decision making of business performance e.g. productivity measures for service and supply chain networks
Contribution to the development of graduate attributes
In Australia and most other developed countries, there has been a significant expansion and reliance of service industries both in employment levels and in their
contribution to economic activity. Furthermore, many non-service organisations (such as manufacturing) and supply chain networks now also include key service-oriented operations, especially in relation to procurement and service supply chains. Effective design and operation of services and supply chain networks is, therefore, an
important issue in management. This subject will provide participants with data analytical toolkits, and the skills to: make decisions through computational connections
across service networks, and to recognise how customers and other stakeholders are a value co-creators. This knowledge, skills and understanding will provide students with capabilities that can be applied in complex and evolving business environments, involving service procurement and supply chain operations. The subject explains the challenges faced by service operations and supply chain networks managers and arms them with capabilities to design, plan, control and measure service and network productivity using a range of data analytics and computational techniques.
This subject contributes to the development of the following graduate attributes:
Communication and collaboration
This subject also contributes specifically to develop the following Program Learning Objective for the Master of Strategic Supply Chain Management: 
Interact with colleagues and stakeholders to work effectively in teams and deliver agreed project outcomes (2.2)
Teaching and learning strategies
The subject is taught using flipped leaming, along with a combination of lectures, case studies, video material and experiential exercises to assess students'understanding theory and its application across the subject through real service and supply chain network problems. Lectures and tutorials allow students to engage with real-world
problems using interactive, group-based leaming activities, where students collaborate to solve service and value network problems. These classes are supplemented with both print and electronic leaming materials which students must access in advance of class, in order to be fully prepared to engage with in-class activities. The learning
management system is used to facilitate learning.
All students will be provided with the opportunity to receive formative feedback on their performance during the sessions. Other forms of formative and summative
assessments and feedback include the use of quizzes, peer review activities and opportunities for self-assessment and reflection. Further feedback will be provided
specifically on the progression of technical and professional skills during sessions and in relation to the completion of each of the worksheets and submitted assessment tasks.
Content (topics)
Essential knowledge and skills are covered relating to such areas as:
Introduction to services and service strategy, network operations and customer value co-creation
Frameworks and models of service design including customer as a value co-creator
Managing services and service network configurations using a human and technology centric approach
Designing, blueprinting and delivering services including key services in supply chain and procurement systems
Methodologies and technologies for analytics based computational decision making of business performance e.g. productivity measures for service and supply chain networks.
Productivity measures for service and supply chain networks
Human mediated and ICT based computational connections and data analytic toolkits
Managerial implications and capabilities required to successfully operate in a dynamic and complex business environment
Program
Week/Session Dates Description
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Block Teaching Sat & Sun 12 - 13 August 2023 |
During Block 1 - we will cover the following areas
Formative feedback will be provided through discussions and during practical exercises |
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Block Teaching Sat & Sun 09 - 10 September 2023 During Block 2 - we will cover the following areas
https://www.linkedin.com/learning/learning-data-analytics-1-foundations/
Formative feedback will be provided through discussions and during practical exercises |
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Block Teaching Sat 14 October 2023
Day 3 Block Teaching:
Session 1 & 2:
Pre-Learning:
During block 3 - we will cover the following areas
Presentations
Smarter planet
Future of service design and delivery
Managerial implications
There is an opportunity for feedback and reflection on your learning
Additional information
In the event there is short term disruption any on-campus activities associated with this subject will revert to remote teaching. Spring 2022 lecture delivery of 21745 subject will involve the following changes:
Lectures:
1. LIve lectureswill take place via zoom, that you all need to listen to prior to coming to the block class, There will also be some guest lectures, and also some pre-recorded lectres as required.
2. You will do any activities that maybe required as pre-learning before coming to class each block.
3. Live short 20 minutes Zoom Q&A session will beheld for each lecture each block session teaching.
Tutorial sessions:
1. All the tutorial sessions and class activities including group activities will be conducted via Zoom and Zoom breakout rooms.
COVID related Management Department Compulsory Attendance Policy:
This subject enforces a compulsory attendance requirement. This includes active online attendance where face to face classes are suspended. Students who miss more than three tutorials without approved consent from the Subject Coordinator will be deemed as not meeting the compulsory attendance requirement in this subject. The Management Department attendance policy is in accordance with the University policy on attendance and/or participation requirements as detailed in the UTS Student Rules Section 3.8 (see http://www.gsu.uts.edu.au/rules/student/index.html).
NOTE: International students should be aware of the responsibilities for class attendance imposed on you by the conditions of your student visa. For more information see:
Please read the course outline as available via Canvas, includinh all content available on Canvas for details of class room, riming of sessions, text book, lecture and tutorial class details, assignments structure, marking criteria, coversheets for assignments, peer assessment forms, journal list relevant to this subject, and other
information. For pre-learning material for each session and block including pre-learning for block day1. This is a subject where doing pre-learnings prior to coming to class, and interactions and discussions during sessions are major contributors to learning objectives.
As such regular attendance is an essential component of the subject. This is accordance with the Management Discipline Group ’s compulsory attendance policy.
Management Discipline Group Compulsory Attendance Policy
This subject enforces a compulsory attendance requirement. This includes active online attendance where face to face classes are suspended. Students who miss more than three tutorials without approved consent from the Subject Coordinator will be deemed as not meeting the compulsory attendance requirement for this subject. The
Management Discipline Group attendance policy is in accordance with university policy on attendance and/or participation requirements as per UTS Student Rule Section 3.8
Assessment
Late submission of work
The Management Discipline Group has the following policy regarding the late submission of assessments WITHOUT an approved extension:
Late assignments submitted without an extension will accrue a penalty of 10% per day, based on the total value of the assignment. For example, if an assignment is worth 40%, the late penalty will result in a deduction of 4 marks per day the assignment is late. Marks will be deducted as full points off the awarded mark. Late penalties are
applied up to a maximum of five (5) days after the due date (i.e. the maximum late penalty is 50%). Assignments submitted more than 5 days late will receive a mark of zero (0).
Feedback on Assessments:
You will receive formative feedback from the instructor at multiple points during the semester and are expected to respond to this feedback in subsequent work. These feedback opportunities include:
Feedback and suggestion for improving your class preparation for various group activities. This feedback will be at the individual and class level, and will be provided in the early stages of the semester to allow for correction in subsequent weeks.
Feedback and suggestion for improving your preparation for the assessment 1 & 2 will be at individual level, and will be provided in the early stages of the semester to allow for correction in subsequent weeks. The feedback will be provided based on the individuals sharing their planned activities and progress in tutorial classes and/or via email with the instructor.
Feedback and suggestion for improving your preparation for the assessment 3 will be at group level and will be provided in the early stages of the semester to allow for correction in subsequent weeks. The feedback will be provided based on the team sharing its planned activities and progress in tutorial classes and/or via email with the instructor.
You must attempt all 3 assessments to be able to pass the subject.
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Assessment |
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The Management Discipline Group has the following policy regarding the late submission of assessments WITHOUT an approved extension: Late assignments submitted without an extension will accrue a penalty of 10% per day, based on the total value of the assignment. For example, if an assignment is worth 40%, the late penalty will result in a deduction of 4 marks per day the assignment is late. Marks will be deducted as full points off the awarded mark. Late penalties are applied up to a maximum of five (5) days after the due date (i.e. the maximum late penalty is 50%). Assignments submitted more than 5 days late will receive a mark of zero (0). |
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Assessment task 1: Process Analysis |
Objective(s): This addresses subject learning objective(s):
1, 2, 3 and 4
Groupwork: Individual
Weight: 30%
Task: For this assessment, you are required to demonstrate your understanding and application of service design principles, specifically focusing on the needs
of vulnerable customers within a healthcare environment. You will be using customer persona and customer journey mapping techniques to identify and address the challenges faced by vulnerable customers throughout their healthcare experience.
Task 1: Customer Persona Development
Create a customer persona for a vulnerable customer within a healthcare setting. This persona should represent a specific demographic or condition such as elderly patients, children with chronic illnesses, individuals with disabilities, or minority or disadvantaged populations such as indigenous
populations or refugees.
Your customer persona should include the following elements:
Name and basic demographic information
Background information (e.g., occupation, family situation)
Healthcare-related needs, goals, and challenges
Emotional and physical characteristics
Preferred communication channels and technology literacy
Any additional relevant details
Task 2: Customer Journey Mapping
Using the customer persona created in Task 1, develop a customer journey map that illustrates the end-to-end experience of the vulnerable customer within a healthcare environment. The customer journey map should include the following:
Key touchpoints and stages of the customer journey
Emotions, thoughts, and actions at each stage
Pain points, challenges, and opportunities for improvement
Possible solutions or interventions to address the identified challenges
Any additional relevant details
Task 3: Service Design Recommendations
Based on the customer persona and customer journey map, provide recommendations on how the healthcare service can be improved to better serve vulnerable customers. Your recommendations should consider the specific needs, challenges, and pain points identified in the customer journey map. Explain why your recommendations would be effective and how they align with service design principles.
Length: 2500 Words exclusive of References
Due: 11.59pm Sunday 27 August 2023
Further Marking criteria will be available on Canvas
information:
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Assessment task 2: Computational Analytics for Value Networks |
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Objective(s): This addresses subject learning objective(s): 3 and 4 Groupwork: Individual Weight: 40% Task: Assignment: Measuring Service Productivity using Data (Individual 40 marks) Task 1: Course Completion (10%) Access Lynda.com or LinkedIn Learning platform and enrol in the "Data Analytics Foundations" course. Complete all the modules and lessons within the course, including watching |
2023-09-14